Open to opportunities

Farhan Syed

@farhansyed1

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Technical Support Engineer specializing in L1/L2 troubleshooting and Avaya systems.

India

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What I'm looking for

I seek a hands-on technical support role where I can resolve L1/L2 incidents, improve processes, work collaboratively, and grow into broader systems or network responsibilities.

I am a results-oriented Technical Support Engineer with over 2 years of hands-on L1 and L2 experience supporting enterprise environments. I excel in high-volume ticket resolution, remote diagnostics, root cause analysis, and maintaining SLA compliance, having reduced escalations and increased customer satisfaction.

I manage full ticket lifecycles using Zoho, perform remote support with AnyDesk/TeamViewer, and conduct infrastructure health checks for Avaya IPO/CM and network components. I communicate technical resolutions clearly, produce documentation to prevent repeat incidents, and continuously improve support processes.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

Sysgrate Technologies

Nov 2023 - Present (2 years 1 month)

Provided L1/L2 support handling 40+ tickets weekly for Office 365 and Avaya IPO/CM, reduced escalations by 10% and improved CSAT to 95% through timely RCA and SLA-driven resolutions.